Mortgage -- Trouble during payment process -- Complaint #4683979
Complaint Overview
Complaint ID: 4683979
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: New Mexico
ZIP Code: 871XX
Date Received: 2021-09-01T12:00:00-05:00
Date Sent to Company: 2021-09-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
About 4-5 months ago, when I checked my accounts, my bank account showed timely mortgage payment transaction ( usually near the due date ), but my mortgage account with Mr Cooper did not post the transaction. I talked with representatives of both my XXXX XXXX and Mr Cooper separately. Mr Cooper employee acknowledged that the check was received, but not cashed and posted in my account. He mentioned that I have no fault since they received the check and it is their internal issue. He did not send me any proof to verify his statement even after I requested. However, I continued my payment on time. I did not check my statement every month as I knew there was no issue. Recently, I checked Mr. Cooper account and was surprised that I am due $ XXXX instead of {$2300.00}. I started looking older statements. The XXXX statement assessed a fee of {$49.00} and XXXX statement assessed a fee of {$92.00}. Cooper increased my due amount to {$4700.00} without any reason since XXXX XXXX Cooper did not post my XX/XX/2021 payment ( refer to bank 's bill pay PDF ) on XXXX statement. There is no reason why it assessed {$49.00} in XXXX and {$92.00} in XXXX. I called them 3 times in the last 2-3 weeks. Customer services are useless. They can only speak " contact your bank, you did not pay your last payment ''. This seems to be their memorized sentences. I wanted to send them proof of bank transactions, they do not understand those. They even could not access my current and previous statements. it seems they could not see my XXXX fee of {$49.00} in their transaction list. what I find is that Mr. Cooper is providing false statement and increased my due without addressing their own problem of loosing check or skipping transaction history. I have attached my bank 's bill pay history. They do not have anyone who can communicate with client to verify transactions. Mr. Cooper 's accounting manipulation shall be stopped. I want Mr Cooper to fix my account as soon as possible and revise all past and current statements by removing fees. If Cooper misplaced a check or did not cashed that shall not be my fault as their representative mentioned. Mr Cooper should be able to find my older conversation with their representatives which took place 4-6 months ago. Last year, I had to fire this mortgage company for refinancing another house because Mr. Cooper could not close my refinance even after 6 months. The worst mortgage company in the USA.
Frequently Asked Questions
What is Complaint #4683979 about?
Complaint #4683979 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-09-01T12:00:00-05:00.
How did Mr. Cooper Group INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Mr. Cooper Group INC.?
Yes, visit the Mr. Cooper Group INC. company profile at readthecomplaint.com/company/mr-cooper-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.